PocketFM is a mobile work management solution for teams which offers the easiest way to manage and share work tickets with your team and field workers. Every day, thousands of maintenance & cleaning teams manage the buildings we all live, work and play in. PocketFM helps these teams coordinate activities, save time and improves their ability to deliver a great service.
PocketFM's sales team was facing a challenge in onboarding their new users in a fast and efficient manner. New users would sign up but would fall off or lose interest during the onboarding process. Low user adoption is generally a lagging indicator of user interest and may be too late a stage to fix anything. The team had difficulty pinpointing the the less interested users from the more interested users. Also, large presentation files were sent as part of drip email campaigns to new users to help them understand the full workflow of the app. Sending large files as email attachments was not always the best way. There were issues surrounding email delivery, file formatting errors and just an overall inconvenience for the user to download such a large file to begin accessing it which reduced the open rates for those files.
Stuart, the CEO, was one of our solution's early adopters from our beta program and had given us several suggestions along the way. He was instrumental in succesful adoption of Salespatron solution within PocketFM's sales team. The team got instant open notifications on when their users were opening their files and reading through which slides the most. This helped them find out which new users were actively reading through the documentation and which users had lost interest ultimately helping the team to customize their follow-up approach with the two sets of users. The users who had lost interest were asked if there facing any issues following the onboarding process and if they needed help. On the other hand, the users who showed interest were actively followed-up to help them get maximum benefit from the tool.
PocketFM saw an almost immediate improvement by 30% in their new user adoption rates alongwith the email delivery rates. More salespeople at PocketFM were happy with the new improved process and the insights they were getting on the prospect engagement. Stuart, on the other hand, got great insights into how his team's onboarding performance was coming along through the manager dashboard telling him how many documents were sent and how many were opened and engaged with deeply.